// Support Operations
Nothing kills productivity faster than IT problems with no one to call. Pearson Cyber Defense provides responsive, knowledgeable help desk support that resolves issues fast — whether it's a password reset or a server meltdown.
Our technicians handle everything from Tier 1 break-fix to Tier 3 escalations. We provide phone, email, and remote support during business hours or around the clock, plus on-site dispatch when hands-on work is needed. Your employees get the IT support they deserve, and you get your team back to work.
Phone, email, chat, and ticketing portal — your team can reach us however they prefer. Every request is tracked and documented.
Guaranteed response times from 15 minutes to 4 hours based on priority level. We track and report SLA compliance monthly.
From password resets to complex server issues, our team covers the full support spectrum so you don't need to staff every skill level.
When remote support isn't enough, we dispatch certified technicians to your location. Same-day and next-business-day dispatch available.
New hire setup, account provisioning, hardware deployment, and secure offboarding with access revocation and equipment recovery.
Endpoint management for desktops, laptops, and mobile devices. Automated patching, software deployment, and asset tracking.
Transparent pricing. No hidden fees. Scale as you grow.
Basic IT support for small teams
Full-service help desk for growing companies
Dedicated support team for large organizations
Our Essential tier covers business hours (8am-6pm local time). Professional extends to 7am-10pm. Enterprise provides full 24/7/365 coverage. After-hours emergency support is available on all tiers for critical issues at an additional rate.
Users can reach us via phone, email, web portal, or chat. Every request creates a tracked ticket with status updates. We also provide a self-service knowledge base for common issues like password resets and printer setup.
Yes. Our Professional and Enterprise tiers include on-site dispatch at no extra charge. For Essential tier clients, on-site visits are available at a per-visit rate. We maintain field technicians across our service area for same-day and next-day dispatch.
Absolutely. Remote support is actually our bread and butter. We use enterprise remote access tools to troubleshoot and resolve issues regardless of where your employees are located. We also manage VPN access and cloud application support for distributed teams.
Get a free support assessment and see how we can accelerate your team.
jason@mrpearson.net | mr.pearson.net